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Position Summary

Global Client Support Services works
with issuers, acquirers, processors and merchants worldwide to develop and
deliver the support model for Visa Inc. This includes day-to-day operations and
product support, back office support and customer performance reporting.

Job Scope

This is an individual contributor
role responsible for solving complex problems and taking a broad perspective to
identify innovative solutions. This role serves as a technical/functional
specialist and works independently with guidance only in the most complex
situations.

Responsibilities

• Lead project management of implementations for Visa
       client institutions and processors in assigned region to ensure client expectations
       are exceeded.
 
• Coordinate directly with clients to understand card
       program set up requirements and facilitate new card program installations,
       conversions and maintenance requests without customer impact.
   
• Report client project accomplishments and deliverables
       to management monthly.
 
• Manage non-routine, complex processing and change
       requests, as well as short term tactical and strategic client initiatives.
 
• Act as the Project Lead for various initiatives - both
       internal and external - using Project Management best practices and
       skills.
 
• Proactively identify operational opportunities to
       increase service quality or efficiency.
   
• Build and enhance positive working relationships with
       key Visa client institutions, processors and internal stakeholders.
 
• Prepare and maintain detailed project plans, status
       reports, and issues logs.
 
• Represent client system and operational requirements to
       internal Visa organizations.
 
• Responsible for own work flow assignments and must be able
       to take the initiative to resolve problems and meet deadlines.
 
• Coordinate internal Visa resources to ensure delivery
       on commitments.
 
• Create, update and enhance internal support documents
       to assist internal and external stakeholders. 
 
• Support biannual business enhancements and all Visa
       mandates.

Qualifications 

• Bachelor’s degree or equivalent experience. Requires a
       minimum of 8+ years’ experience in a customer support role in financial
       services, payment card, software, or information services.
 
• Experience using standard MS Office tools (e.g. MS
       Project, Excel, PowerPoint, Word, Visio, etc.).
 
• Excellent time management, organization, and planning
       skills are essential.
 
• Ability to comprehend and translate complex technical
       issues and apply to business solutions.
 
• Able to set priorities, influence others, and manage
       customer expectations.
 
• Demonstrated success in customer relationship
       management.
 
• Self-starter with a demonstrated ability to achieve
       results as part of an effective team, and ability to effectively
       prioritize and multi-task under deadlines.
   
• Excellent verbal, written, presentation and
       interpersonal skills are required. 
• Strong project management skills required. 
• Demonstrated ability to articulate complex technical
       terms or processes into business language.

• French Language is preferable.